Author: Dana Phelps

User-Generated Content: Your 2022 Marketing Key

Dana PhelpsBlog, Marketing, Social Media + Influencer Engagement, , , , , Leave a Comment on User-Generated Content: Your 2022 Marketing Key

User-generated content is the strongest marketing tool you’re not using.

Amidst a tumultuous social political and economic landscape, people are craving something they can trust. Research shows that transparency and authenticity are the leading social currencies for consumers. In fact, according to Stackla, 90 percent of consumers evaluate authenticity when deciding to purchase from a brand, and Label Insight points out that 94 percent of consumers are more likely to support a brand that offers transparency. Quippy taglines or eye-catching visuals alone will no longer forge a meaningful and lasting connection with your audience.

User-Generated Content: Transparent Talk

User-generated content (UGC) provides that unvarnished, unedited peek into the experiences and words of “people just like me”. UGC consists of pictures, videos and quotes directly from current customers. A well-curated library of UGC automatically showcases a variety of demographics offering brand advocacy that consumers know isn’t paid or polished. UGC can build your brand champion base as well as educate your audience about the daily uses of your product. And as a considerable benefit, User-generated content is easy to maintain and relatively inexpensive (or free) in comparison to paid advertising or influencer partnerships.

The proof is in the pudding on this one. Stackla shares that consumers are 2.4 times more likely to view UGC as authentic compared to content created by brands, and 79 percent of people say UGC highly impacts their purchasing decisions. Now is the time to focus on your UGC strategy, strengthen customer loyalty and broaden your market share.

Curating the Content

The online realm is ripe with avenues to effectively gather UGC from customers, brand champions and even employees themselves. When crafting a UGC campaign, gather content for a social media platform that highlights not only your product but also the product’s adjacent lifestyle. For example, a women’s fashion shoe brand won’t just show photography or videos of its latest stilettos; it might also showcase the pumps in a snazzy wine bar at a girl’s night out, on date night or in a posh salon—hinting at the social cache that comes with wearing these shoes. To start using user-generated content:

  • Launch a branded hashtag on social media: ask followers to share experiences marked by a hashtag. Instagram is the front-runner platform for a hashtag campaign, followed by Twitter and TikTok. Create a consistent ethos for your campaign with a corner overlay or border for UGC reposts.
  • Roll out an email campaign: directly ask fans for their pictures, videos and quotes.
  • Leverage a landing page or personalized app: craft a contest, challenging fans to submit their best take on your product for a chance to win swag, experiences and discounts.
  • Tap product reviews: encourage photos in reviews for a one-stop shop. (Fun tip: More than 70 percent of consumers say they look at product reviews prior to purchase.)
  • Host a daily photo challenge: make each 24-hour period an opportunity to submit fresh takes (like this one from GoPro).
  • Create a TikTok challenge: for richer content complete with ready-made music, sound effects and built-in video editing.
  • Gamify the goods: require users to complete a series of tasks (including submitting content!) to earn rewards.

Utilizing Your User-Generated Content

The beauty of UGC is its versatility and applicability throughout the customer relationship, and options abound for how to leverage your UGC library. Once collected, certain content formats perform better on various platforms. Facebook, for example, works best for longer-form video, which can also be featured in paid ads for greater and more targeted reach. For shorter-form content, use the Regram app to repost to Instagram. Share Reels and challenge followers to “react to this person’s video” or ask them to repost as a duet.

But don’t be afraid to branch beyond social media. UGC can be featured on employee uniforms, fan swag or product packaging. Connect with brick-and-mortar foot traffic by spotlighting images in your store (checkout lines, store backdrops and even floor decals).

While UGC yields impact at every stage of the buying cycle, stats show that it is distinctly effective at the final stage of the journey—the tipping point where consumers are weighing options. For example, include UGC photos on the landing page for a specific product that garners ad traffic. Feature quotes on an abandoned cart landing page or email. Build review testimonials into a nurture campaign for warm audiences.

Important note before posting any user content:

Be sure to ask your consumers’ permission before sharing their content. If launching a formal campaign, build in a consent form in the entry process, or reach out to individuals via direct messages. Ensure that you also confirm how they would like to be credited, especially if sharing content across multiple mediums.

Ready to beef up your UGC strategy? Email us for a consult!

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PR + Marketing in a Post-COVID World

Dana PhelpsBlog, Hiring a PR Firm, Marketing, , , , Leave a Comment on PR + Marketing in a Post-COVID World

Things have changed. Has your marketing strategy followed suit?

The COVID-19 pandemic has left indelible imprints on every sector of life. Social values, beliefs and behavior patterns have evolved as people reevaluated what they truly want and who they trust to partner with them.

As communication professionals, you can no longer rely on the stalwart strategies, formulas and personas that guided your pre-pandemic marketing strategy. Growth won’t spring from a dry well. Instead, it’s time to rediscover your customer base and the most effective means to meet their needs. Things have changed… and so has marketing in a post-COVID world.

Your Audience Demographic Has Changed

Start with the basics and rebuild your audiences’ demographics and psychographics. Granted, many of your trends might remain the same, but according to McKinsey, a surprisingly 36 percent of consumers are experimenting with new products or brands — including yours. One plastic surgery center, for example, noticed a dramatic increase in its male clientele from 10 to 25 percent during the pandemic, spurred by the rise of self-reflection on Zoom. Likewise, has your consumer base shifted to include a new audience segment since 2020? Ensure that you’re precision-targeting active, warm audiences that find value in your product or service.

Your Audience Location Has Changed

While buildings are still standing, brick-and-mortar shopping took a significant hit during COVID, a trend that doesn’t seem to be going anywhere. According to Deloitte, online grocery shopping grew 40 percent year-over-year during the pandemic; Chipotle saw a 134-percent growth on digital orders, and Walmart saw a 79-percent online increase in the latter half of 2020 alone.

The familiar faces in your store have now transformed into IP addresses on your webpage, and with such a migration, companies need to perfect their audience’s online experience. In addition to investing in e-commerce, online chat support and strong SEO, work to increase high-quality touchpoints across multiple channels. Kasaa revealed that 70 percent of consumers use three or more channels when researching a purchase, and nearly 14 percent of consumers shop on social media, according to Deloitte. So if you’ve been waiting to dive into Instagram Reels or TikTok as a nurturing tactic or sales channel, now’s your time. 

Also, use this opportunity to snag a bigger piece of the content pie. Create, target and remarket DIY and how-to blogs, videos and podcasts to snag more of your audience’s virtual attention; since they’ll be online anyways, they might as well be reading your content, valuing your expertise and falling in love with your brand!

Your Audience’s Motivation Has Changed

At first, virtual shopping increased out of necessity and safety, and 75 percent of U.S. consumers changed their purchasing behaviors. Now, nearly two years later, people have grown accustomed to the ease and speed of online shopping, making accessibility the leading motivation for buying, according to McKinsey. The bronze and silver medals for purchase drivers were safety and value; people put a premium on health and hygiene along stretching each dollar further amidst an unpredictable economic climate.

Audit your connection points. Are you readily offering the products or experience you promise? If products are backlogged, slow or unavailable, audiences will look elsewhere. Under-gird your messages with transparency, showing your company’s commitment to safety, health and social responsibility. Ensure you are offering strong value and highlighting the quality that the consumer gains from your brand. 

Now what?

Dig into your data. Pore over the items you already have in place (Google Analytics or purchasing records, for example) and launch data collection methods to garner new insights:

  • Interview customers in-person or over the phone with open-ended questions.
  • Provide concise surveys via email to recent buyers or conduct web exit surveys when a consumer leaves. (Use quick, single pop-up questions on this one.)
  • Carve out a strategy for meticulous social listening; through basic grounded theory research, you can mine a wealth of information from your social media comments and online reviews.
  • Interview your front-line personnel regarding their customer interactions.
  • Track the customer’s digital journey using Google Analytics.

And…

Partner with an expert.

We’re here, and we’re adept at helping you craft a PR, marketing communications and social media strategy to reach these ready-and-waiting audiences. Ready to tackle the next steps in your growth?

Drop us a line!

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Superhero Interns Wanted!

Dana PhelpsBlog, Professional Development, The Clairemont Team, , , , 2 Comments on Superhero Interns Wanted!

What’s your PR superhero power? We want it! 

Clairemont is seeking a creative, highly motivated candidate for an internship with its award-winning public relations team. The candidate will work with team members to create and implement public relations strategy and creative campaigns for Clairemont’s clients.

Responsibilities might include:

  • Crafting creative messages and blog posts
  • Drafting key documents (news releases and media alerts) and distributing as appropriate
  • Contributing to team and client meetings
  • Creating formative research for the agency and clients
  • Developing and maintaining necessary client database information, including media contact lists and online/digital communicators
  • Reading and tracking key coverage and crafting reports for clients
  • Drafting and implementing social media strategy
  • Managing on-site events as needed
  • Attend industry and networking events

…and much more!

Qualifications:

  • Completed at least two years of college, preferably in journalism, PR or communication/marketing
  • Strong skills in creative and professional writing, critical thinking and effective teamwork
  • Proficiency in social media platforms, networking sites and trends
  • Experience in design, photography and videography highly preferred
  • Ability to work a minimum of 10 hours per week
  • Knowledge of Microsoft Office Suite including Word, Excel and PowerPoint
  • A previous internship in PR is preferred
  • A zany sense of fun and creativity

Compensation: This is an hourly paid position with course credit offered if applicable.
Terms: Clairemont typically offers spring, summer and fall semester internship terms.

To Apply: Send your cover letter, resume and writing samples to Dana Phelps at d@clairemontcommunications.com.

 

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This Raleigh PR Agency is in (The Office)

Dana PhelpsBlog, Raleigh PR Agency, The Clairemont TeamLeave a Comment on This Raleigh PR Agency is in (The Office)

It was 10:15 a.m. when I surrendered. It was the first day for this Raleigh PR agency to be back in the office. After being barefoot 80 percent of the time since early 2020, how could I possibly make it through an entire workday in heels? Fortunately, no one seemed to mind that I walked around the rest of the day without shoes. Nothing like a nasty plague to relax a slightly stuffy dress code.

In fact, I realized what people really care about in the office has changed drastically. That wasn’t until after planning Clairemont’s return to the office. I had fretted if our new team members would like the location of their desks. New artwork was added to freshen our space. I fussed over details such as having colorful pens in the supply cabinet. I even pondered buying a fancy espresso machine.

One Sunday afternoon before our return to the office, I stood in The Clairemont House by myself. And it felt really lonely. That’s when it hit me. As much as I love tweaking the decor in this beautiful old home in downtown Raleigh that serves as the office of our PR agency, buying snacks and supplies and planning surprises isn’t the most important thing about Clairemont, it is the people.

As I unlocked the door our first morning back in the office, I was giddy with anticipation. I couldn’t wait to see my colleagues walking up the steps and through the front door. I couldn’t wait to gather around the kitchen island and brainstorm creative solutions to a client challenge or simply talk about a cute puppy pic on social media. And I couldn’t wait to invite clients back into our office for face-to-face collaboration that no video conferencing software can replace.

We’ll be writing more about our return to the office journey in the weeks ahead! Follow along and share your own observations about how and where you are working as we round out 2021. In the meantime, check out our return to work fun on Clairemont’s Instagram!

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COVID Coping: You Get What You Get

Dana PhelpsBlog, Raleigh PR Agency, The Clairemont TeamLeave a Comment on COVID Coping: You Get What You Get

A personal essay

The first time I visited Asheville, my host recommended a cafe that had quickly become a local favorite. She described the food, the chefs and even the decor. Almost as an afterthought, she said, “Now, listen. They sometimes get things confused, so you might not get what you ordered. My advice is to just eat what is put in front of you, because I promise it will be good.”

Similarly, when visiting San Francisco, a friend recommended a family-owned restaurant in Chinatown. When I asked what menu items he thought I’d like, he smiled and gave a little shrug. “They’ll probably tell you what you’re going to have,” he said, “And don’t try to argue.”

I’m reminded of these experiences as I have become a customer of online grocery and delivery services. In early March after traveling for a week, I developed a respiratory illness with a high fever, just as our country was starting to realize that the coronavirus was no longer a problem that existed only abroad. Without the availability of a COVID-19 test for a couple of weeks, I stayed home and away from people. This was before we were using words like quarantine and isolation. But it wouldn’t be long.

This was also when online grocery shopping was at its best. Oh how I loved the pre-COVID Whole Foods delivery through Amazon. I picked my items online and in just a few short hours, those EXACT items were delivered to my doorstep. It was beautiful.

As more area companies moved their employees to working from home and the phrase social distancing began rolling off our tongues as frequently now as the terms quarantine and self-isolation, lockdown rumors started. People became fearful and panic shopping ensued. Due to a lack of inventory, I could no longer place my grocery order on Amazon.

I turned to InstaCart, and soon I learned about the world of substitutions and limited delivery times. But hallelujah, I was able to get groceries, albeit now days later. I eagerly awaited my first delivery only to learn, much like all aspects of life, things had changed dramatically in an incredibly short amount of time. I didn’t get all my items. In some cases, I got everything I needed for the meal except for the main ingredient. And once, I got ONE, small, random red potato. Which put to rest my plans for cooking a mess of green beans with bacon and potatoes.

Let’s stop right here so that I can pull out one of my all-time favorite mom phrases: You get what you get, and you don’t throw a fit.

Has there ever been a time that those words were more true? Now is the time to stop and count our blessings. We no longer find comfort in a daily routine of going to an office and sharing physical space with our colleagues. But we adapt. Look at how we already have! Zoom and other online collaboration software companies have dramatically spiked in users in just a couple of weeks. We find a way. We make it happen.

Yesterday I got bored bumping around between my furniture as if my house is a living pinball game. I took a break in my front yard. As I was yelling across the street to my neighbor in a friendly conversation, he lamented the loss of televised sports. Not being a sports fan or much of a TV person, it hadn’t occurred to me how disappointing that could be. But alas, he has Tiger King.

Lost play dates and canceled school activities make way for family game night and Monopoly marathons. Indefinitely postponed first dates create opportunities for perfectly grown adults to talk on the phone for hours, just like teenagers. At least those of my generation.

You get what you get, and you don’t throw a fit.

Last night I cooked a sirloin steak (that was the replacement item for the roast I attempted to order online) along with brussel sprouts. My plate felt incomplete. Then I remembered that lonely little red potato. It was delicious.

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